Software Support Specialist (L1)

Responsibilities:

• Handle and classify user requests in Jira Service Desk, performing initial incident analysis to identify root causes and possible solutions;

• Resolve user technical requests related to the use of company information systems within the scope of the relevant support line;

• Maintain an event log with detailed descriptions of actions taken and decisions made;

• Develop and maintain administrative and technical documentation, user manuals, and training materials (including demo or training videos);

• Provide user consultations on software operation and conduct training sessions on system usage;

• Participate in projects related to software implementation, automation, and system integration;
• Create and maintain user accounts and reports;

Requirements:

• At least 1 year of experience in Service Desk at 1st line, focused on user interaction and technical problem-solving;
• Knowledge of ITIL processes: understanding of the lifecycle of incidents, requests, and changes;
• Ability to work with technical documentation in English, including manuals, guides, and process descriptions;
• Proficient in MS Excel and MS Word for creating reports, tables, and documentation;
• Strong analytical mindset with the ability to investigate issues, identify root causes, and propose effective solutions;
• English (B1 or higher)
  

Benefits:

• Corporate language courses in English and German;
• Medical insurance and sport compensation to promote physical well-being ;
• Access to all internal educational initiatives, including technical training, specialized courses, soft skills development, and educational projects;
• Gifts for special occasions provided by LeverX.